Terms of service

1. The agreement and the parties

1. These terms are an agreement between you (the customer) and Zension Private Limited, UEN 200713764M, a company incorporated in Singapore (“Zension”, “we”, “us”).
2. You can reach us at enquiry@zension.com or +65 3112 2333. Our registered office address is available on request and from ACRA’s public register under our UEN.
3. The agreement is made up of these terms, our Acceptable use policy, our Service levels page, our Privacy policy, and the order you place in the client portal. If they conflict, the order prevails, then these terms, then the other documents.
4. If you order for a company, you confirm you have authority to bind that company, and “you” means the company.
5. You must be at least 18 years old and able to enter a contract.

2. Accounts and the client portal

1. You manage your services through our client portal at https://my.zension.com.
2. Give us accurate and current details, including a working email address. Tell us promptly if they change.
3. You are responsible for everything done through your account. Keep your login details secret and use a strong, unique password. Tell us at once if you think someone else has access.
4. You may give other people access to your account. You remain responsible for what they do.
5. We may ask you to verify your identity before we act on a request that could affect your services, such as a transfer, a password reset or a cancellation.

3. Orders and services

1. An order is an offer from you. We accept it when we provision the service or send you written confirmation. We may decline an order, for example where we suspect fraud or where it would breach our Acceptable use policy.
2. The services, plans and their specifications are those shown on our website and in your order at the time you place it.
3. We provide the services with reasonable skill and care, from infrastructure in Singapore unless the plan says otherwise.

4. Billing, prices and renewals

1. You choose a billing cycle when you order: monthly or annually. Your service renews automatically for the same cycle unless you cancel it.
2. All prices are in Singapore dollars (SGD). No GST is added (see clause 5 of this section).
3. Fixed renewal pricing. The renewal price of a service is the same as the price you paid at sign-up, for the same plan and billing cycle. We do not charge a low introductory price and then raise it.
4. If we change our list prices, the change applies to new orders. It applies to your existing services only if we notify you at least 60 days before the renewal date in question, and you may cancel before that renewal without penalty.
5. Zension is not registered for GST and does not charge GST. Prices shown are the full amount payable. If we become GST-registered, we will tell you at least 60 days before GST first applies to one of your renewals, and it will be itemised on your invoice.
6. We issue an invoice 30 days before each renewal date. Invoices and receipts are available in the client portal and are emailed to your billing contact.
7. You pay by the methods offered in the client portal. Payment is due on or before the due date shown on the invoice. You are responsible for any bank or card charges on your side.
8. If you dispute an invoice, tell us within 30 days of the invoice date and pay the undisputed part. We will review the dispute promptly.

5. Late payment, suspension and termination for non-payment

1. If an invoice is unpaid on its due date, we will email a reminder to your billing contact.
2. If it remains unpaid 14 days after the due date, we may suspend the service. Suspension takes the website, email or server offline but keeps your data.
3. If it remains unpaid 30 days after the due date, we may terminate the service.
4. After termination for non-payment we keep your data for 14 days so that you can still recover it by paying what is owed. After that we may delete it permanently, and we cannot restore it.
5. We do not charge interest or a late payment fee. You must still pay all amounts due up to the date of termination.
6. Domain names and SSL certificates follow the registry’s and certificate authority’s rules on expiry and cannot always be restored after they lapse.

6. Cancellation

1. You can cancel a service from the client portal or by opening a ticket. Cancel at least 7 days before the renewal date so that you are not invoiced for the next period.
2. Cancellation takes effect at the end of the period you have already paid for. Except as set out in clause 7, we do not refund part of a period.
3. When a service ends, we delete its data after a short period. Download what you need before then.

7. 30-day money-back guarantee

1. If you are not satisfied with a new hosting plan, you may cancel within 30 days of the first payment and we will refund that payment in full.
2. The guarantee applies to hosting plans only: Business Web Hosting, WordPress Hosting, Business Email Hosting and Managed Cloud Servers.
3. It does not apply to domain names, SSL certificates, or software licence fees (such as cPanel and WHM licences billed separately), because we pay those costs to third parties when you order. Licence fees included in a plan price are refunded only to the extent we can recover them.
4. It applies once per customer and to the first order of a plan, not to renewals.
5. We may refuse a refund where the account was used in breach of our Acceptable use policy.
6. We refund to the original payment method within 14 days of approving the request.

8. Domain names

1. We register and renew domain names for you through the relevant registry or registrar. We do not control registries and cannot guarantee that a name is available until registration completes.
2. You must give accurate registrant details and keep them current. False details can lead to suspension or loss of the domain.
3. .sg and .com.sg names are managed by SGNIC, and registrations are subject to SGNIC’s rules and policies, which can change. They include eligibility rules and verification of the registrant’s identity. We may ask you for identity or business documents, and SGNIC may require them. If verification fails or is not completed in time, the registration can be suspended or cancelled, and we are not liable for the loss.
4. Other extensions are subject to the rules of their own registries and of ICANN, where they apply.
5. Domain prices are the same at registration, renewal and transfer, as shown on our website.
6. Domain names renew automatically unless you turn off auto-renewal or cancel before the renewal date. Registry fees are generally not refundable once paid.
7. You are the registrant of your domain. We will help you transfer it away, subject to registry rules and any lock period.

9. Migrations

1. Our engineers will migrate your existing website and email to us at no charge, up to the number of sites stated on your plan.
2. You must give us the access we need, and you confirm you have the right to move the content.
3. We take reasonable care, but migrations depend on your existing host and on how your site is built. Keep your old service running until you have checked the new one.
4. We are not responsible for faults that were already in your site, or for loss caused by what your previous provider does or fails to do.

10. Backups

1. We take a backup of hosted accounts every night and keep 30 nightly restore points.
2. Backups exist to help us restore a service after a fault. They are not a substitute for your own copies.
3. You remain responsible for keeping your own copy of your website, databases, email and other data. We recommend you download a full backup regularly, and before any significant change.
4. We will try to restore from a backup if you ask, but we cannot promise that every backup is complete or restorable. Restoring an account may overwrite newer data.

11. Your responsibilities

1. Use the services lawfully and follow our Acceptable use policy.
2. Keep the software on your site, including your CMS, themes and plugins, up to date. Where a plan says we apply updates for you, we do so for the items named on that plan, and you remain responsible for the rest.
3. Hold the licences, rights and consents you need for your content and for any software you install.
4. Respond to our security and abuse notices promptly.
5. Make sure the contact details on your account can reach you.

12. Resource limits

1. Each plan has limits, for example websites, storage, email accounts, CPU and memory. They are shown on the plan page and in your order.
2. Plan resources are as published on our website at the time of your order. Guaranteed resources on a hosting plan are, for example, 1 CPU core and 2 GB memory on Essential, 2 cores and 4 GB on Business, and 4 cores and 8 GB on Corporate.
3. If your usage regularly goes beyond your plan, we will tell you and suggest a larger plan. We may limit a service temporarily if it affects other customers or the stability of the server.
4. Shared hosting is for websites and email. It is not for file storage, backup of other systems, or content delivery for third parties.

13. Intellectual property

1. You keep all rights in your content. You give us a limited licence to host, copy, back up and transmit it as needed to provide the services.
2. We keep all rights in our own software, documentation, brand and website. Nothing in these terms transfers them to you.
3. Software supplied under third-party licences, such as cPanel, is subject to those licences.
4. You must not use our name or logo in a way that suggests endorsement without our written consent.

14. Confidentiality

1. Each of us must keep the other’s non-public business information confidential and use it only for this agreement.
2. This does not apply to information that is public through no fault of the recipient, that the recipient already knew or learned lawfully from someone else, or that must be disclosed by law or by a court or regulator.
3. Our staff access your content only as needed to provide support, security and maintenance, or where the law requires. Personal data is handled as set out in our Privacy policy.

15. Service levels and support

1. The uptime we work to and how we handle maintenance and support are described on the Service levels page. That page states targets, not guarantees.
2. Our support hours are Monday to Friday, 9am to 6pm Singapore time. Some plans include an after-hours emergency line, as shown on the plan.

16. Suspension and termination

1. We may suspend or terminate a service under our Acceptable use policy, under clause 5 for non-payment, or if the law or a court or authority requires it.
2. We may end the agreement for a service if you materially breach these terms and do not fix the breach within 14 days of our notice. Where the breach is serious or cannot be fixed, we may end it at once.
3. Either of us may end the agreement for a service if the other becomes insolvent.
4. Ending a service does not affect amounts you already owe or rights that arose before it ended.

17. Limitation of liability

1. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence or for fraud.
2. Subject to clause 17.1, we are not liable for loss of profit, revenue, business, goodwill or anticipated savings, or for indirect or consequential loss.
3. Subject to clause 17.1, our total liability to you for all claims relating to a service in any 12-month period is limited to the fees you paid us for that service in that period.
4. We do not offer service credits. If a service does not meet your needs, your remedies are those set out in these terms, including cancellation and the money-back guarantee where it applies.
5. We are not liable for loss that arises from events outside our reasonable control, including failures of the public internet, power or telecoms, acts of third parties such as attackers, or natural events.
6. We are not liable for loss of data that you have not backed up yourself, as set out in clause 10.

18. Indemnity

1. You will compensate us for losses, costs and reasonable legal fees arising from a third-party claim that your content or your use of the services breaches the law or someone else’s rights, or breaches our Acceptable use policy.
2. We will tell you about the claim promptly and let you take reasonable steps to defend it, and we will cooperate at your cost.

19. Changes to these terms

1. We may change these terms. For changes that materially reduce your rights or increase your obligations, we will give you at least 30 days’ notice by email and in the client portal.
2. If you do not accept a change, you may cancel the affected service before it takes effect.
3. Changes to prices follow clause 4.4, not this clause.

20. General

1. We may give notices by email to the address on your account or through the client portal. You may give us notice by ticket or at enquiry@zension.com.
2. You may not transfer your rights under this agreement without our written consent. We may transfer ours to a successor of our business, and will tell you.
3. If part of these terms is unenforceable, the rest continues to apply.
4. This agreement is the whole agreement between us for the services, and replaces earlier discussions about them.
5. A person who is not a party has no right under the Contracts (Rights of Third Parties) Act 2001 to enforce these terms.

21. Governing law and disputes

1. These terms and any dispute about them are governed by the laws of Singapore.
2. The courts of Singapore have exclusive jurisdiction, and each of us submits to them.
3. Please contact us first. Most problems can be settled by talking.

22. Contact

Zension Private Limited, UEN 200713764M Email: enquiry@zension.com Phone: +65 3112 2333, Monday to Friday, 9am to 6pm SGT Client portal: https://my.zension.com